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Operations Excellence, Lean, Process Improvement, Business Analytics

Location:
Parker, CO
Posted:
May 22, 2020

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Resume:

Eric K. Gatzke

***** **** ******* *****, **** *21, Parker, CO 80134 • Home: 719-***-**** • Cell: 719-***-**** • adddke@r.postjobfree.com

Position

Business Transformation - Lead the strategic development and delivery of Operations through Business Process Improvement and Change Management to improve the client experience, productivity, profitability and value realization across the company.

Skills

Executive Leadership

Empowers high-performing teams

Strategic Development

Positive and upbeat

Change Management

Analytical problem solver

Business Transformation

Strong interpersonal skills

Deliverables

Holistic management of the portfolio of work - moderate to complex business process improvement projects serving as a core team member on large-scale organizational and change management initiatives. Translate business process methods and theories into tangible tools and approaches to drive action. Lead the hiring and development of the internal team.

Leader of four teams that significantly changed how business is done today. These were with GE, Microsoft, Walmart and T. Rowe Price.

«Led GE’s highly recognized and referenced Change Management (WorkOut) and first Business Process Improvement (Lean, Six Sigma and pre-Agile) initiatives across the then eleven divisions. Creating the programs from the ground up and saving GE more than $1B over five years. This work was recognized by GE's Corporate Award for Leadership in Innovation

and Quality (Transformation).

«Microsoft was struggling with rebranding and evolving itself from being solely a software company. I presented GE’s then BusinessTalk software and worldwide network capabilities. BusinessTalk was a first of its kind combination of email (with the ability to attach files) and most importantly the first visual (graphics supporting) electronic bulletin boards and forums. These capabilities became the basis for what is known today as the Microsoft Network (MSN).

«Walmart opened vendor consideration for its $1B/year light bulb business. Besides winning this exclusive business contract, I presented my GE team’s concept and first ever use of EDI pass-through billing – vendor payment linked directly to an item’s sale.

«Led T. Rowe Price’s systems and IVR changes to align and streamline customer experience (UX) to exceed the Harris Customer Service Financial Industry standard of 65 to a leading rating at 73.

Lean transformation methodology and coaching to support the businesses and business leaders in making informed, effective decisions around structures and processes. Removal of obstacles to its success to embed effective change management throughout the organization. Develop plans to build the capabilities of key stakeholders.

While John P. Kotter was studying GE and Jack Welch’s leadership and management style, he was my teacher and mentor in Change Management (Kotter Theory). John P. Kotter is an author and American professor; currently the Head of Research at Kotter International and teaches in the High Potentials Leadership Program at the Harvard Business School. Change Management served as part of my base in the development of GE’s eCommerce Strategy in supporting the Retail Industry; and my work with the top retailers in the United States as well as the top 5% worldwide

Communicate strategy and direction. Inspire the culture to desire, embrace and embed effectiveness methodology to support business leaders and teams in forming, developing and operating at optimal levels of performance. Support all business entities with consulting that drives actions resulting in greater impact, adoption and value realization of key initiatives. Ensure alignment with corporate priorities and evolving business needs.

Graduate with Honors from GE’s highly respected 3-year Executive Management Training Program. This program is considered by the Wall Street Journal, Forbes and Time Magazine . . . . . . to be the most stringent and demanding corporate executive training even surpassing most top MBA programs. Its internships and responsibilities are ‘real world’ and far from simply theoretical homework. The outcomes, of the decisions by those few prestigiously selected to participate, have true bottom line ramifications.

The expectation of this program was to work across all business types, demonstrate through actual position responsibilities and executive shadowing the understanding and ability to lead, make decisions and successfully (and profitably) perform the actual work required – to run the business. In part, I was worked in GE Information Services to design and implement the Change Management and Business Process Improvement initiatives; and GE Capital which included GE Card Services. GE Card Services offered credit services to retailers and consumers. It issued and serviced corporate branded cards for commercial customers which clientele included JC Penney, ExxonMobil, Wal-Mart, Sam's Club, Macy's, and Lowe.

Team leader that developed, drafted and implemented GE’s corporate-wide Retail Interface Strategy; the strategic plan (guideline) followed by all divisions as to teaming, education and marketing of GE’s products and services in the Retail Industry to help our customer’s (Retailers) grow their sales, profits and customer loyalty.

Work History

Sr. BPM, Financial Services Specialist, 5/2017 to Current

NORDSTROM – Centennial, CO

Specialization: Credit Card and Financial Services

Business Process Improvement, Change Management and User Experience (UX/UI).

Collaborate with cross-functional partners across the organization to support strategic initiatives.

Advise and consult with senior management and all levels to improve business deliverables.

Establish positive core cultural change embracing and motivating continuous improvement.

Create exceptional customer experiences, employee satisfaction and profitability.

Owner and Leader, 12/2008 to 5/2017

GATZKE CONSULTING – Parker, CO

Change Management and Business Transformation consulting.

Define and create best-in-class business processes, appropriate analytics, ERP, CRM, M&A, create budgets and set metrics to support the organization.

Create and analyze reports to identify key metrics and drivers, develop matrix roadmaps, define & set deliverables to drive both day-to-day and strategic decisions.

Market awareness and innovative thinking to evaluate trends and incorporate best-practices, evolving technologies and the digital experience.

Call Center - Specialist,11/2006 to 11/2008

T. ROWE PRICE – Colorado Springs, CO

Third largest U.S. mutual fund company with over $500B in managed assets.

Reported to the Corporate Vice President.

Responsible for managing a team of 521 sales and support associates.

Hired, trained, coached and evaluated twelve direct reports.

Defined appropriate customer support processes, business plan, training, budgets and metrics to support the business.

Company-wide Customer Relationship Management (CRM) business initiatives built around Change Management methodologies affecting over 2500 personnel.

Visionary leadership in creation and analysis of game-changing CRM, ERP, e-Commerce processes and analytics.

Leadership of Lean Six Sigma and Change Management methodologies.

President, 04/1996 to 10/2006

UNIQUE MORTGAGE, INC and CIGI DIRECT INSURANCE SERVICES, INC – Colorado Springs, CO

Privately held multi-state mortgage and insurance businesses.

Pioneering application of Lean Six Sigma for Residential and Commercial Financing.

Hired and managed 125 sales and operations personnel.

Built and managed a Call Center from inception to 75 representatives handling sales, website sales leads and customer support.

Created and launched new tele-marketing strategies that resulted in 300% sales increase.

Acquired by National City Mortgage.

Vice President, 01/1995 to 03/1996

STERLING SOFTWARE, INC – Dublin, OH

Leadership in creation of market leader in world-wide EDI, e-Commerce software, supply chain and enterprise integration solutions, and services for process re-engineering.

Doubled sales and increased Services revenues by 138% within the first year.

Supported the sales team in writing proposals and closing contracts.

Built relationships with customers to establish long-term business growth.

Regional Vice President, 01/1994 to 12/1994

NORAND CORPORATION, INC. – Chicago, IL

Second largest worldwide provider of e-Commerce handheld data collection (bar code scanning), applications integration, bar coding, RFID, and radio-frequency hardware & software.

Developed quarterly and annual sales department budgets.

Built relationships with resellers to establish long-term business growth.

Corporate Manager, Quality Initiatives, 11/1986 to 12/1993

GENERAL ELECTRIC – Chicago, IL

Graduate, GE Executive Management Training Graduate w/Honors

Leadership, development and delivery of new culture-changing Business Process Improvement programs.

Led “Work-Out”, GE’s corporate-wide Change Management initiative.

Developed comprehensive training programs and processes for over 250,000 employees across eleven divisions.

Planned and directed staff training and performance evaluations.

Presented at Global Sales Performance Rewards Meeting about Change Management, Lean and Six Sigma at the invitation of executive leadership

Education

Bachelor of Science: Chemistry and Business, 1984

University of Iowa - Iowa City, Iowa

Master of Business Administration: Economics, In-Process

University of Colorado - Denver, CO

Continuing education in Economics and Finance/Accounting.

Certifications

Change Management

Lean

Six Sigma Master Black Belt

Accomplishments

GE Executive Management Training Graduate w/Honors

GE's Corporate Award for Leadership in Innovation and Quality (Transformation)

Change Management (Kotter Theory) - trained and mentored by John P. Kotter

Lean (Kaizen, Kanban, Toyota Production System)

Six Sigma Champion / Master Black Belt

Agile

UX/UA

FINRA (Financial Industry) Series 7, 66, 6 & other licensures (expired in good standing)



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